Head – Digital Channel Delivery and Ecosystem

JOB PURPOSE

This role is responsible for driving Digital channel delivery, Enhancements execution of the digital bank’s ecosystem vision and plan, ensuring it aligns and drives digital bank’s business strategy and helps supports its key lines of business.  Leveraging on Technology the role holder is accountable for enhancing digital experiences across all digital channels and delivering a channel that is market superior and future fit.

The holder plans, executes the implementation of channel capabilities or enhancements, process improvement, development of customer journeys in support of business operations in order to improve cost effectiveness, Compliance, service quality, usage, customer experience and reduce/Mitigate operational Risks.

The role holder will also be responsible for driving delivery of all planned channel enhancements initiatives working with IT, Projects, Products and Innovation Depts across Digital Division in line with Strategy; through execution of strategic projects, special assignment. This will be achieved by providing leadership and guidance to the team on understanding business strategy, Priorities, initiatives, assessing the impact of those changes, capturing, analyzing and documenting requirements and then supporting collaboration and the communication and delivery of those requirements with relevant parties within timelines and cost.

JOB RESPONSIBILITIES

Solving for Channels

• Creating and maintain the agile approach for digital channel delivery and support the building of an ecosystem.
• Lead the design, development and implementation of the Digital Bank’s solution delivery Strategy, execution.
• Oversee all channel delivery and enhancements efforts related to Digital Bank to ensure that they are delivered and deployed cost effectively and timely.
• Working with IT and Projects to deliver the Digital platform for the digital banking operations ensuring appropriate Controls are implemented and maintained.
• Ensure that all product and channel commitments are implemented and maintained to required standards
• Support product development and enhancement and the integrating of new systems with existing systems.
• Develop and implement all product delivery policies and procedures, including those for solution design, security, disaster recovery, standards, purchasing, and service provision
• Oversee provision of end-user services, including help desk and technical support service
• Manage digital Vendor relations based on Sourcing guidelines.
• Develop & execute digital division strategy baseline for enhancing customer experience and product and service delivery.
• Project management technology projects within digital bank division
• Map digital capabilities to strategic priorities
• Serve as the sponsor for digital process innovation
• Develop and administer the digital project portfolio. Responsibility for actual deployment of digital solutions might rest with line of business executives. Centralized monitoring of often-heterogeneous digital initiatives is critical
• Measure new efficiencies and ROI. Replacing manual processes with technology drives both cost savings and revenue generation.

Build Digital Channel ecosystem

• Design and execute ecosystem management framework and strategies to achieve commercial and brand objectives.
• Devise mid to long Term strategy and implement channel ecosystem to eliminate barriers, increase transactability and revenue realization for the business
• Develop and maintain an opportunity assessment framework to guide the identification, promotion and development of new markets, services or capabilities through partnerships and/or ecosystem engagements.
• Continuously evaluate and refine the ecosystem business model, with due regard to partner capabilities and culture to promote strategic collaboration.
• Promote the diffusion of innovation across the organization and collaboration across the various Partner delivery teams

Leadership & Teamwork

• Be an effective team player through communication, performance management, development plans and reward/recognition practices.
• Cultivate an environment that supports diversity and reflects Zanaco Brand
• Build a culture of continuous improvement in customer experience.
• Seeks opportunities to integrate, simplify and streamline activity through involvement of teams in the geographic and functional matrix.
• Works in a facilitative manner to build capability in progressing objectives but does not lose sight of the profitability and productivity outcomes.
• Acts in a manner that transparently promotes the organization’s values and delivers in an aligned manner.
• Strong digital competence, effective organizer and ability to execute complex simultaneous tasks
• Driver self-empowerment in the division to enable development of open communication, teamwork and trust that are needed to support true performance and customer-service oriented culture.
• Self-motivated, assertive and proactive.
• Establish and ensure smooth operation of the collaboration ground rules: protocol for formal governance meetings and procedures for decision making, project team meetings and data exchanges

Digital Platform UPTIME (stability) and customer experience

• Managing the channel delivery SLA and OLA
• Supporting the Sales, agent and merchant acquisition sales teams through the technology enablement.
• Providing support to product team in developing innovative digital products
• Support customer experience team to provide best in class customer experience and service through various service channels
• Creative baseline for problem-solving, knowledge transfer and effective application of all relevant banking policies, processes, procedures and guidelines to consistently achieve required compliance standards or benchmarks.

Education:

Business/IT related Degree, MSc/MBA an added advantage

Professional: As required by Function

Minimum Experience: 5-10 years working experience in similar function

Certifications Required: Design thinking, Strategic management, Sales and Marketing, ITIL, COBIT 5 and Prince 2

COMPETENCIES & PERSONAL ATTRIBUTES

·        Excellent communication, presentation and reporting skills.

·        Self-starter and self-motivated,

·        Leadership skills

·        Clinical and attentive to detail

·        Must aspire to a culture of service excellence

·        Research/ information gathering skills

·        Networking skills

·        Stakeholder management

·        Budget Management

·       Drive for results